Senior Manager - Customer Support

An IT & Internet Services Company

Senior Manager - Customer Support

Qrata

Company

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Senior Manager - Customer Support

at An IT & Internet Services Company

Agency job

via Qrata

6 - 8 yrs

Best in industry

Gurugram

Skills

Customer Support

Customer Service

Team Management

Customer Relationship Management (CRM)

Communication Skills

Effective communication

Six Sigma Black Belt

Reporting

Analytics

Overall responsibility:

Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
Develops and implements methods to record, assess, and analyse customer feedback.
Develops and implements training and quality assurance programs for new hires and experienced employees.
Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.

Day to day responsibilities :

Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.
Assessing support statistics and preparing detailed reports on the findings.
Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.
Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department

Mandatory Certifications:

ISO
Six Sigma BB

Why Join Us :

1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness

2. Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory

3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.

4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!

5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more

Overall responsibility:

Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
Develops and implements methods to record, assess, and analyse customer feedback.
Develops and implements training and quality assurance programs for new hires and experienced employees.
Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.

Day to day responsibilities :

Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.
Assessing support statistics and preparing detailed reports on the findings.
Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.
Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department

Mandatory Certifications:

ISO
Six Sigma BB

Why Join Us :

1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness

3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.

4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!

5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more

Users love Cutshort

Read about what our users have to say about finding their next opportunity on Cutshort.

Shubham Vishwakarma

Full Stack Developer - Averlon

I had an amazing experience. It was a delight getting interviewed via Cutshort. The entire end to end process was amazing. I would like to mention Reshika, she was just amazing wrt guiding me through the process. Thank you team.

Companies hiring on Cutshort

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JOB SUMMARY

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 A talented UI/UX Designer with a keen eye for details, a storyteller, and a problem solver
 Excellent understanding of typography, Color, Layout
 Strong verbal and writing skills, ability to tell a story around an experience or solution
 Fluency in creating user flows, wireframes, and prototypes preferably on Adobe CS, Sketch, Axure, etc
 Contributes to building a design-centric work culture

Founding Engineer

at Ohana academy

2 recruiters

Posted by Suyash Kothari

Bengaluru (Bangalore)

2 - 8 yrs

₹30L - ₹50L / yr

NodeJS (Node.js)

MongoDB

Mongoose

Express

Introduction

Ever wondered what it would be like to be a part of the core team of Airbnb or Netflix when they were just starting out? Here’s your chance to try that path with Ohana!

We are looking for a founding engineer to join our team.

Who we are

Ohana is an E-learning platform for holistic learning. We are an angel-funded early stage startup backed by some of the marquee angel investors from India and Singapore. Our investors include Vivek HR (co-founder and CEO, Bounce), Tanushree Gupta (co-founder and CEO, Doubtnut), Jagmal Singh (CTO, Janio Asia) to name a few!

Check us out at https://ohana.academy!

Our Product

“Creativity is as important as literacy” - Sir Ken Robinson

With this belief, Ohana is building the world's largest holistic learning academy. Our product offering:

The Classroom: Offering live online classes on arts, crafts, linguistics, yoga, dance and many more subjects
The Playground: Enabling social learning - a community for kids to find peers with similar interests

Our mission

India has 250Mn kids in the K12 segment. However, except the top 0.1%, most parents can’t find high-quality and affordable holistic learning for their kids. Fortunately, 140Mn kids are now connected to the digital world with 4G access. We want to leverage this new connectivity and bridge the gap in children's overall development with Ohana.

Where are we in our journey

Team: We are a team of two co-founders (Saurabh and Suyash), both IIT Delhi alums with over a decade of experience each in leading consumer businesses. We have a total of 15 people team including 4 engineers (currently outsourced)

Customers: Over the last couple of months, we have grown to 5,000+ registered users and aim to reach 10K+ paid users and 1 Mn+ community strength in the next 12 months.

Young, inspired, and focused - We are ready for take-off!

Our Culture

“Mission-driven” is not a buzzword for us. We care deeply about the impact we want to create on kid’s lives and we want to exemplify the value of “no child left behind”
Be inclusive - We are creating a product that is accessible and affordable. We want to solve this not just for Bangalore and Mumbai, but for Indore, Jabalpur, Raipur as well
Not just customer obsessed - we also care about their well-being. We are willing to compromise profits - but will not resort to unethical sales tactics or compromise on product quality
Our team cares about a strong culture and respects our code of conduct

Why work for us

We have global ambitions - Holistic education is a $75Bn global market, with India alone contributing more than $10Bn. Apart from salary compensation, you get a piece of the pie (equity) of a potentially billion-dollar organization
You will have exposure to building large, scalable systems and will be mentored by people who have done the same for millions of users
You will have exposure to starting up / entrepreneurship (ever feel like you want to build a startup?) owning end to end consumer tech product which impacts the life of thousands of students/parents on daily level

Job Location

We are based out of Bengaluru and work from an office. We encourage working from office, but are completely ok if you would like to work remotely until things return to normal.

Expectations from the role

You will work closely with the founding team and a small team of engineers, currently outsourced, in a fast-paced environment.
You will work as a tech lead and will be responsible for architecting the new features as well as improving the existing codebase. You will be expected to have a high degree of ownership and responsibility for deliverables.
You will wear a product hat as and when required and help in shaping the product.
You will provide technical mentorship to other engineers in the team and will lead a team of junior engineers.
You should be able to deal with ambiguity, have strong bias towards action, ability to deep dive whenever required and quickly deliver to unblock the team

Preferred experience and competencies

You are a software engineer with 4+ years of industry experience.
Professional experience with at least one web dev framework (ReactJS or Django/Python)
Professional experience with one or more (SQL or NoSQL) databases.
A stint in a product company or a startup or any similar faced paced environment is preferable.
Experience working with cloud infra providers (e.g., AWS, GCP, Azure etc.) is preferable.
Strong proficiency in REST API

Introduction

Ever wondered what it would be like to be a part of the core team of Airbnb or Netflix when they were just starting out? Here’s your chance to try that path with Ohana!

We are looking for a founding engineer to join our team.

Who we are

Check us out at https://ohana.academy!

Our Product

“Creativity is as important as literacy” - Sir Ken Robinson

With this belief, Ohana is building the world's largest holistic learning academy. Our product offering:

Our mission

Where are we in our journey

Customers: Over the last couple of months, we have grown to 5,000+ registered users and aim to reach 10K+ paid users and 1 Mn+ community strength in the next 12 months.

Young, inspired, and focused - We are ready for take-off!

Our Culture

“Mission-driven” is not a buzzword for us. We care deeply about the impact we want to create on kid’s lives and we want to exemplify the value of “no child left behind”
Be inclusive - We are creating a product that is accessible and affordable. We want to solve this not just for Bangalore and Mumbai, but for Indore, Jabalpur, Raipur as well
Not just customer obsessed - we also care about their well-being. We are willing to compromise profits - but will not resort to unethical sales tactics or compromise on product quality
Our team cares about a strong culture and respects our code of conduct

Why work for us

We have global ambitions - Holistic education is a $75Bn global market, with India alone contributing more than $10Bn. Apart from salary compensation, you get a piece of the pie (equity) of a potentially billion-dollar organization
You will have exposure to building large, scalable systems and will be mentored by people who have done the same for millions of users
You will have exposure to starting up / entrepreneurship (ever feel like you want to build a startup?) owning end to end consumer tech product which impacts the life of thousands of students/parents on daily level

Job Location

We are based out of Bengaluru and work from an office. We encourage working from office, but are completely ok if you would like to work remotely until things return to normal.

Expectations from the role

You will work closely with the founding team and a small team of engineers, currently outsourced, in a fast-paced environment.
You will work as a tech lead and will be responsible for architecting the new features as well as improving the existing codebase. You will be expected to have a high degree of ownership and responsibility for deliverables.
You will wear a product hat as and when required and help in shaping the product.
You will provide technical mentorship to other engineers in the team and will lead a team of junior engineers.
You should be able to deal with ambiguity, have strong bias towards action, ability to deep dive whenever required and quickly deliver to unblock the team

Preferred experience and competencies

You are a software engineer with 4+ years of industry experience.
Professional experience with at least one web dev framework (ReactJS or Django/Python)
Professional experience with one or more (SQL or NoSQL) databases.
A stint in a product company or a startup or any similar faced paced environment is preferable.
Experience working with cloud infra providers (e.g., AWS, GCP, Azure etc.) is preferable.
Strong proficiency in REST API

Senior Front End Engineer (React.js & React Native)

Fulfil.IO

Agency job

via Mango Consulting by Naila Kazi

Remote only

3.5 - 12 yrs

₹15L - ₹30L / yr

React.js

React Native

Redux/Flux

Javascript

DOM

+2 more

Senior Front End Engineer (React.js & React Native - Mobile Experience)

Job description

Fulfil’s software engineers develop the next-generation technologies that change how millions of customer orders are fulfilled by merchants. Our products need to handle information at a massive scale. We're looking for engineers who bring fresh ideas from all areas into our technology.

As a Front End software engineer, you will work on the ReactJS & React Native (Mobile Experience) powered user interface used by Fulfil merchants to manage their back-office operations. This is mission critical software and your primary focus will be on developing user interface components and implementing them following well-known React.js workflows (such as Flux or Redux) & React Native (Mobile Experience). You will ensure that these components and the overall application are robust and easy to maintain. In this role, you will be collaborating closely with the rest of the team working on different layers of infrastructure in an international environment. Therefore, a commitment to collaborative problem solving, sophisticated design, and quality are important.

What You’ll Do:

Collaborate with a small yet extraordinarily talented team of engineers to implement front-end technologies
Develop new user-facing features using React.js & React Native (Mobile Experience)
Work closely with the Design and Product teams to translate complex technical workflows into delightful user experiences
Define how Fulfil builds user interfaces and ensure that we’re utilizing and keeping up with modern web standards
Continually test, measure, and iterate on the results of your work in the spirit of continuous improvement
Write clean, reusable, and well-tested front-end code
Help to bridge the responsibilities of the Product and Engineering teams, spending time with both on the way to launching new products
Architect efficient and reusable front-end abstractions and systems that drive complex web applications
Build and contribute to open source projects
Build reusable components and front-end libraries for future use
Optimize components for maximum performance across a vast array of web-capable devices and browsers

Requirements

We’re Looking for Someone With:

5+ years of experience as an engineer
Experience in building large-scale web applications in a fast-moving team environment
A strong understanding of UX and UI design standards
The perfectionist’s touch on a pragmatist’s deadline: you strive for pixel-perfection and intuitive functionality
Strong proficiency in JavaScript (2-4 Years of experience), including DOM manipulation and the JavaScript object model
Thorough understanding of React.js & React Native (Mobile Experience) and its core principles, with experience in popular React.js workflows (such as Flux or Redux)
Experience with common front-end development tools such as Babel, Webpack, NPM, etc
The ability to bring any design to life with HTML and CSS, with cross browser compatibility and accessibility
Smarts, humility, communication skills, and equal willingness to teach and learn
Familiarity with RESTful and GraphQL APIs
Knowledge of modern authorization mechanisms, such as JSON Web Token
Experience in developing large client side JavaScript applications
Familiarity with code versioning tools like GIT
Experience with Javascript testing tools and test automation

Nice to Haves:

Prior experience at a growth stage Internet/Software company
Demonstrated work beyond the front-end, experienced in integrating with a wide array of back-end technologies and services (e.g. experience with Python, AngularJS)
Experience developing large client-side applications and optimizing them for performance
You can straddle client and server development, creating APIs that drive web apps
You understand the intricacies of timezones
Web optimization, performance tools, and load testing
You maintain or contribute to an open-source project

Senior Front End Engineer (React.js & React Native - Mobile Experience)

Job description

What You’ll Do:

Collaborate with a small yet extraordinarily talented team of engineers to implement front-end technologies
Develop new user-facing features using React.js & React Native (Mobile Experience)
Work closely with the Design and Product teams to translate complex technical workflows into delightful user experiences
Define how Fulfil builds user interfaces and ensure that we’re utilizing and keeping up with modern web standards
Continually test, measure, and iterate on the results of your work in the spirit of continuous improvement
Write clean, reusable, and well-tested front-end code
Help to bridge the responsibilities of the Product and Engineering teams, spending time with both on the way to launching new products
Architect efficient and reusable front-end abstractions and systems that drive complex web applications
Build and contribute to open source projects
Build reusable components and front-end libraries for future use
Optimize components for maximum performance across a vast array of web-capable devices and browsers

Requirements

We’re Looking for Someone With:

5+ years of experience as an engineer
Experience in building large-scale web applications in a fast-moving team environment
A strong understanding of UX and UI design standards
The perfectionist’s touch on a pragmatist’s deadline: you strive for pixel-perfection and intuitive functionality
Strong proficiency in JavaScript (2-4 Years of experience), including DOM manipulation and the JavaScript object model
Thorough understanding of React.js & React Native (Mobile Experience) and its core principles, with experience in popular React.js workflows (such as Flux or Redux)
Experience with common front-end development tools such as Babel, Webpack, NPM, etc
The ability to bring any design to life with HTML and CSS, with cross browser compatibility and accessibility
Smarts, humility, communication skills, and equal willingness to teach and learn
Familiarity with RESTful and GraphQL APIs
Knowledge of modern authorization mechanisms, such as JSON Web Token
Experience in developing large client side JavaScript applications
Familiarity with code versioning tools like GIT
Experience with Javascript testing tools and test automation

Nice to Haves:

Prior experience at a growth stage Internet/Software company
Demonstrated work beyond the front-end, experienced in integrating with a wide array of back-end technologies and services (e.g. experience with Python, AngularJS)
Experience developing large client-side applications and optimizing them for performance
You can straddle client and server development, creating APIs that drive web apps
You understand the intricacies of timezones
Web optimization, performance tools, and load testing
You maintain or contribute to an open-source project